Refund policy

Returns

You have 14 days from the day your order arrives to tell us you want to return it, and a further 14 days to send it back.

Products must come back unopened, with the seal intact. Skincare is sealed for hygiene: once a bottle has been opened we can't accept it back or resell it. That's a standard exemption under the Consumer Contracts Regulations, and it applies to every skincare brand, not just us.

To start a return, email hello@bearcosmetics.co.uk with your order number. We'll confirm before you post anything.

Return postage is yours to cover unless the item arrived faulty, damaged or wrong. We'd recommend a tracked service — until it reaches us, it's still your parcel.

Refunds

Once your return arrives and we've checked it, we'll refund you within 14 days, to the original payment method. Your bank may take a few days beyond that to show it.

We refund what you paid for the product. Standard outbound delivery is refunded too if you're returning a whole order; express delivery is refunded at the standard rate.

If something's wrong with it

If a product arrives faulty, damaged or isn't what you ordered, you have 30 days to reject it for a full refund, and we cover the postage both ways. Email us with your order number and a photo and we'll sort it — no need to send it back first.

This is separate from the 14-day change-of-mind window above, and nothing here affects your statutory rights.

If your skin reacts

Stop using it and get in touch. Skincare can disagree with people for reasons nobody could have predicted, and we'd rather hear about it than not. Tell us what happened and which product, and we'll deal with it properly.

Don't send an opened bottle back before contacting us.